The Four Seasons in Limassol, Cyprus has been open since 1993 and is independently owned and operated by Muskita Hotels Ltd. It’s a Five Star deluxe property with 304 rooms, 6 restaurants, 4 bars, and extensive conference facilities, Shiseido Spa, a full range of sports and fitness facilities and a shopping area with exclusive boutiques, watches and jewelry. The Hotel is situated on its own sandy beach, which has been awarded with the Blue Flag (a symbol of cleanliness and safety awarded by the European Community) and is 8 kilometers East of Limassol city center.
The Four Seasons’ management is constantly looking for effective ways to build strong relations with its customers and optimize sales programs. The Hotel’s website is its important marketing tool that helps the property to attract and retain elite guests from all over the World.
Mr. Nick Aristou, the property’s Executive Director, decided to enhance the website with an online business chat solution. “Our objective was to make it easy for our customers to navigate the website,” says Mr. Aristou. “Also, we wanted to convert as many visitors into customers as possible by making it easy for them to complete bookings.”
Mr. Aristou, who has a strong technology background, did a thorough review of available products, including such market leaders as LivePerson. However, none of them matched Four Season’s specific needs. The main limitations were the lack of multilingual support, patchy compatibility with tablet users and absence of robust archival features.
Then Mr. Aristou came across LiveWebAssist, a chat solution deployed on the IceWarp site, and realized it was the perfect match. He decided to try it out on the Four Season’s site, but then found out it was not the final release yet. Still, Mr. Aristou went ahead and launched LiveWebAssist at Four Seasons’ webpage, assigning three operators to interact with customers.
From the very beginning, the Four Season’s customer service team was making the most of LiveWebAssist’s multilingual interface and Knowledgebase support features to interact with customers in English, Greek and Russian.. The property’s sales and marketing team started to see LiveWebAssist’s effect almost immediately – the bookings increased.
“LiveWebAssist contributed a lot to this on many occasions,” says Mr. Aristou. “Our analysis showed that customers booked because they were given real-time explanations through the chat service.”
Four Season’s technology team also liked LiveWebAssist’s capability to recognize returning Website visitors.
“The excellent feature helps an operator to resume the conversation from the same spot where it was ended or interrupted,” says Mr. Aristou. “That makes users spend on average 7-8 minutes on the site, a very high indicator.”
In an approach radically different form other chat products, LiveWebAsisst supports the InLine no-flash chat architecture, eliminating pop-up windows. This design allows more visitors to initiate chat sessions, because they don’t have to deal with popup blockers and assures usability for visitors from tablets like iPad or Android.
Additionally, this option gives actionable information about the visitors’ behavior.
“The operators can tell exactly where the user is on the site, so they can offer them immediate assistance, tell them where to go and answer questions with a high degree of relevancy,” says Mr. Aristou. “It’s a very useful feature.”
LiveWebAssist’s analytical capabilities helped the hotel to optimize its Internet marketing strategy.
“LiveWebAssist analytics capabilities are very good,” notes Mr. Aristou. “They are helping us to locate sources our customers are coming from. It’s a very effective tool, especially when used in conjunction with Google analytics.”
Another feature Four Seasons’ team found practical is LiveWebAssist Knowledgebase. At any point of the conversation, it allows to insert pre-approved messages (such as terms and conditions, cancellation policy, etc.) as well as URLs and graphics with a single click.
“It has been very useful, we have almost three pages of knowledgebase content now,” notes Mr. Aristou. “The option provides more professional outlook and helps to standardize responses. Operators don’t have to think about how to phrase them. In the near future, we are planning to extend the knowledgebase with images and, possibly, videos.”
According to Four Seasons’ technology team estimates, the training and ramp-up process was painless.
“The functionality of the program is simple, anybody who can use a social chat program can get accustomed to LiveWebAssist very easily,” notes Mr. Aristou.
For the support function, Four Seasons team used LiveWebAssist Direct Chat Technology, the VIP connection that gives dedicated access to key IceWarp support personnel. This option makes it possible to reach the important contacts no matter where they are – at their desktop, off-site, or on the road.
“The VIP link option has been very useful, and IceWarp support team was very prompt,” says Mr. Aristou.
Four Seasons is now planning to expand LiveWebAssist functionality.
“We are considered using it on mobile devices, and, possibly, integrating the solution with a new CRM system,” says Mr. Aristou.
In the future, the property is thinking about hiring more operators and starting to use LiveWebAssist automated translation functionality.
According to Mr. Aristou’s estimates, LiveWebAssist was showing compelling ROI from the day it was implemented.
“Just from my own observation, from the number of bookings that have been converted directly through LiveWebAssist, I can say that it has paid for itself almost immediately” says Mr. Aristou he would definitely recommend LiveWebAssist to other organizations in the hospitality industry.
“Selling hotel rooms is always a complex matter,” says Mr. Aristou. “Usually, hotel bookings for five+ star hotels are a very high-value item. It’s not a $10-20 purchase from Amazon. They are usually $5,000-6,000 per transactionand there are many issues for potential customers to understand before they actually commit to book. Anything that can give a customer greater confidence and prompt him to make a decision to buy is very valuable. LiveWebAssist gives us exactly that.”
Software vendor IPscape has won Frost and Sullivan's Australia Cloud Contact Centre of the Year Award.
The award follows the public cloud provider's recognition by Deloitte's 2013 Fast 50 program as one of Australia's fastest growing companies. IPscape chief executive Simon Burke said both awards provide independent recognition of IPscape's growing leadership position in the public cloud market.
"In the Australian market we see an increasing demand from both SME and Enterprise businesses for public cloud solutions which is driven by a greater understanding of the benefits that can be delivered," he said. According to IPscape, the demand for cloud contact centre solutions was accelerating in Asia as multi-national and local enterprises looked to provide more agile customer service solutions in high growth markets.
India's Travancore Devaswom Board will set up a contact center facility to help Hindu pilgrims.
Travancore Devaswom Commissioner P Venugopal said the contact center would offer people across the world information on the flow of pilgrims, online booking for accommodation, details on payment of donation and public transport schedules. "The details will be available in Telegu, Kannada, Tamil and Malayalam in addition to English," Venugopal said.
To get a feedback on the facilities available for the pilgrims, the TDB will also set up a mailbox at the Sannidhanam temple for pilgrims to file suggestions and complaints.
Supervisory application helps contact centres improve quality assurance by giving managers untethered access to information.
Sydney, 25 October 2013- Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has released its mobile Interaction Supervisor iPad Edition
The application runs on an iPad or iPad mini giving contact centre supervisors and managers greater mobility for improved quality assurance.
"Plain and simple, contact centre managers are more effective when they're on the floor, visible, and accessible to agents," said Interactive Intelligence Chief Marketing Officer Joe Staples. "However, the challenge has been that once out of his or her office, managers lose visibility into statistics needed to do the job. We designed Interaction Supervisor iPad Edition™ to help supervisors react more quickly to agent and customer issues wherever and whenever. Faster decision-making based on detailed, real-time statistics means organisations can further improve their customers' experience – and that's what we're all about."
Interaction Supervisor iPad Edition™ is part of the company's all-in-one IP communications software suite, Customer Interaction Center
Interaction Supervisor iPad Edition™ is available immediately and is offered through the Interactive Intelligence channel of more than 350 global resellers, and through the company's direct sales team.
For more information, visit http://www.inin.com/solutions/Pages/Interaction-Supervisor-iPad-Edition.aspx.
Game-changing product evolution delivers powerful new benefits and market opportunities
Melbourne, AU; Burlington US; Leeds, UK – 4 December 2013 – Panviva today announced the introduction of SupportPoint Cloud, the next generation of its flagship software product, SupportPoint. SupportPoint Cloud is a true cloud platform, built on open standards and providing all the best advantages of cloud technology - including flexibility of deployment, scalability, reduced costs of administration and ownership, and ease of integration with other systems.
SupportPoint is a business process guidance system that simplifies tasks for online workers in highly complex business environments. It provides role-specific, step-by-step navigation and moment-of-need answers for people working through procedures that require a high degree of accuracy, speed, compliance and customer satisfaction.
According to Panviva CIO Ben Cordeiro, "This next-generation software retains the functionality of the original product in a true ‘cloud-by-design' solution. We have re-engineered our software from the mechanical level all the way to the user interface, enabling us to embed cloud design principles at the core of our product's architecture. In doing so we've created a solution that's truly future-proof, leveraging the best of contemporary system design thinking and technologies, allowing SupportPoint to rapidly align with shifting market demands and deliver significant business benefits to both our onpremise and cloud customers for many years to come."
Major New Benefits of SupportPoint Cloud
Flexible deployment and reduced Total Cost of OwnershipSupportPoint Cloud uses only Internet-based technology on the desktop and requires nothing further to be installed. For companies accustomed to dealing with cumbersome desktop installs this represents enormous savings in IT administrative costs, time to deployment and business disruptions from system upgrade projects.
Supporting customer self-service
SupportPoint Cloud's added flexibility also opens up new opportunities to deliver some, or all, of the same information to customers and partners on the other side of the firewall, providing a knowledge management system that can also support customer self-service environments.
Modular and Scalable
SupportPoint Cloud's architecture enables enterprise-level scalability to deliver a high availability solution today, that will continuously evolve towards dynamic scalability. The modular design also allows for quicker innovation and user adoption, with new or enhanced functionality being easily added as an extra module, without customers having to upgrade the whole system.
More buying choices
Customers have the option of buying however they wish. If a customer needs an additional 50 user seats tomorrow for a period of just a few months, SupportPoint Cloud can make them available affordably and instantly.
SupportPoint Cloud interoperates with virtually any other application though its new API platform and the introduction of an Enterprise Service Bus as a core design element. Panviva's new connector platform includes pre-built connectors that will make it easy to integrate SupportPoint with other products and standards such as SharePoint, Documentum, HL7, CMIS, MS Dynamics CRM, Salesforce and Zendesk.
Employing HTML 5, SupportPoint Cloud can display its content on any browser-enabled device. The user interface has evolved to fully support new design standards and navigation modes made popular by the rapid migration to mobile devices, such as smart phones and tablets. "SupportPoint Cloud is a turning point for Panviva and the Business Process Guidance market generally," said Ted Gannan, Panviva's CEO and Co-Founder. "It will put Panviva at the forefront, and enable us to quickly and continuously deliver innovation that helps our customers deliver better service at lower cost and higher levels of compliance. It is a game-changer."
SupportPoint Cloud is available immediately.